Partner Support Representative

About VOX

VOX is a visionary company led by a single founder, currently leading the way in flash call and telecom carrier services, transforming the way businesses communicate, authenticate, and connect. As a hyper-growth company, VOX achieved over 50% YoY revenue growth last year and is aiming to reach $100M+ revenue this year. With a capitalization of $70M, VOX is seeking a large round of funding of over $100M in the coming year to accelerate its expansion.

VOX's cutting-edge technology and dedicated customer service team ensure that telcos and enterprises maintain secure, fast, and reliable connections while protecting their networks. VOX's promise of a hassle-free experience and superior customer support enables telcos and enterprises to focus on success.

Joining VOX offers the opportunity to work with the industry's leading technologies and help them stay ahead and continue to innovate with a comprehensive suite of flash call and telecom carrier services. VOX is highly committed to providing its employees with a dynamic, forward-thinking work environment, competitive compensation and benefits, vacation and time-off packages, and stock options. This is a once-in-a-lifetime opportunity for highly ambitious individuals, as VOX plans to expand its solutions portfolio and go public in the next 3-4 years. 

Join the team and help shape the future of the telecom industry!

Your Responsibilities:

• Provide 24/7/365 support services via a ticketing system, chat platforms, phone calls, and/or remote access.
• Working in close collaboration with your colleagues to ensure that service delivery to the customer is of the highest quality standard.
• Serve as the primary initial responder within the Customer Support Department in identifying troubleshooting and resolving service problems. 
• Understanding company products (MNOs and Enterprises Monetization Solutions, VOIP, A2P & P2P voice & SMS), routing strategy, internal systems, and links with serviced departments.
• Equipment monitoring and escalation to the appropriate support department, according to defined workflows.
• Testing the performance of aggregators or MNOs to improve route statistics.
• Serve as the primary point of contact for third-party service providers who will be contacted for issues, outages, and troubleshooting.
• Responsible for complex delivery issues and incidents reported by Customers and other teams.
• Servicing other departments in meeting the SLAs based on established KPIs (matching agreed response times, ticket follow-up, and escalation in accordance with priority).
• Be involved in developing procedures for all the activities related to NOC and Routing Departments and shift handover.
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Key Requirements for the role:

• 2+ years of experience working in a global technical or support role within telecommunications companies.
• Previous experience in the A2P SMS industry is preferred.
• Availability to have a flexible schedule because we provide full 24-hour support for clients.
• Advanced knowledge of English is a must (speaking and writing).
• Intermediate Microsoft Office skills (especially Excel).
• Good problem-solving and analytical skills.
• Strong ability to prioritize and multitask in a fast-paced environment.

Would be a plus if you:

• Have a passion for telecommunications and a keen interest in mobile devices and upcoming technology.
• Enjoy knowledge sharing.
• Become a proactive team player.
• Enjoy prioritizing and managing your own tasks.

We look forward to hearing from you soon!